En förbättring av kundresan har varit ledstjärnan i detaljhandelns digitaliseringsresa de senaste åren.

In several years from now, when everyone (including your grandma) is familiar enough with a scan and pay solution using their mobile phone, the shopping experience will likely be far more streamlined than it is today. But before that transaction period happens - human assistance is still required.

No one enjoys the loud, fuzzy “clean up on aisle 5” public announcement in stores. Let us present the valuable benefits of smart watches in a shopping environment and how they make stores more efficient and improves customer experience.

I have two corporate heroes, Mr. Jan Carlzon (long-term investor in Turnpike) and Sir Richard Branson (not yet a Turnpike investor). Why are these two people so special in my world? Because they both found the holy grail to extraordinary customer service.

The human aspect of physical retail will always be an advantage over e-commerce and according to us most likely the main reason why digital players recently are experiencing challenges in growth in the post-pandemic world.

As the world emerges from the global pandemic, and brick and mortar businesses look at their prospects for growth, it is clear that the retail industry will need to react to long-term, or even permanent changes in consumer shopping habits.

There’s way too much guesswork in understanding the impact of one insight to another within the retail industry. For example, does engagement drive sales? Maybe, but if you’re not clarifying the metrics that drive core business objectives, how are you going to transform assumptions into actionable info?

Retailers invest billions into designing floor plans that create a streamlined shopping experience. And still, in the midst of all this spending, there is one challenge grocery stores can’t seem to solve – long lines.